# Views ## Overview Views is a dedicated section on the ClearFeed Web app that helps you view requests/tickets across all Collections.

Standard Views are now Edition-Specific, tailored to your use case for easier access and better collaboration. Views have been categorized into **"My Views"** and **"Team's Views".** * **My Views**: Access tickets assigned to you with relevant filters to focus on your work. * **Team's Views**: This section offers views to track all team requests/tickets, applying standard filters for better organization. ### **Views for Integrations Product Edition** * **Team's Views** * **Requests without Tickets:** All requests where no ticket has been filed using any external Integration. * **Requests with Tickets:** All requests where a ticket has been filed using any of the external Integration. ### **Views for Internal/External Helpdesk Product Edition** * **Team's Views - All the views in this category are useful for managers to get insights into all requests based on different standard filters applied.** * All - Displays all conversations across every Collection. * Unsolved - Displays all the requests that are not yet Solved or Closed. * Unassigned - Displays all requests that are not yet assigned to any user. * Pending with Support - Displays all the requests where the onus is on the Support Team to resolve. * Pending with Customer - Displays all the requests where an update/input from Customer is required to move ahead. * First Response Overdue - Displays all the requests where First Response SLA has been breached. * Resolution Overdue - Displays all the requests where Resolution SLA has been breached * Requests with Tasks - Displays all requests that have an external task linked to them. * **My Views - All the views in this category are useful for responders to quickly view and work on requests assigned to them.** * All - Displays all conversations across every Collection assigned to the particular assignee * Unsolved - Displays all the assigned requests, that are not yet Solved or Closed. * Pending with Me - Displays all the requests assigned to a user where the onus is on him to resolve. * Pending with Customer - Displays all the requests assigned to a user where an update/input from the Customer is required to move ahead. * First Response Overdue - Displays all the requests assigned to a user where First Response SLA has been breached. * Resolution Overdue - Displays all the requests assigned to a user where Resolution SLA has been breached * Requests with Tasks - Displays all requests assigned to a user that have an external task linked to them. {% hint style="warning" %} Auto-memorize functionality has been removed. Any new filter applied to the standard Views is not auto-saved {% endhint %} ## Custom Views Custom View is a great way to get a filtered list of tickets based on certain criteria. Whether you want to pull the list of tickets you have not responded to, or the list of tickets which have Priority as Urgent, Custom views help you get the records you need and Save it so that you refer to them again without going through the hassle of applying filters. ### Creating a New Custom View You can create a Custom View in three ways: * Modify an existing View * Clone an existing View * Create one from scratch #### Option 1: Using an existing View * Start with any existing **Custom** or **Standard View**, then update it by: * Adding new filters * Editing or removing existing filters * Once the desired filters are applied, click **Save as New View**. * In the **Save As** popup: * Enter a name for your new view * Choose visibility: * **My Views** – visible only to you * **Team’s Views** – visible to everyone in your account * Click **Save** to create the view * You will be redirected to your newly created view. {% hint style="info" %} For agents, views will be saved under **My Views**. {% endhint %} #### Option 2: Clone an Existing View * Identify the view you want to clone * Click the **three dots (⋮)** next to the view name * Select **Clone View** * In the popup: * Enter a name for the new view * Choose visibility: *My Views* or *Team’s Views* * Click **Save** The cloned view will be created and you'll be redirected to it. You can optionally update filters and click **Save View**.

#### Option 3: **Create from Scratch**scratch * Click the **Add New View** button. There are two ways to do this: * Hover over the **“+” icon** next to the **Views** header * Hover over the **New** button in the sidebar and select **Views** * In the popup: * Enter a name for the view * Choose visibility * A blank view will be created and you'll be redirected to it * Apply filters as needed. Once ready, click **Save View** ### Managing Custom Views #### For Views Created by You If you have created a Custom View, you can: * **Rename**: Change the name of the view. * **Clone**: Duplicate the view to create a new one. * **Delete**: Remove the view permanently. #### For Views You Didn’t Create (Team's Views) For views under **Team's Views** that you didn’t create, you can: * **Clone**: Use the existing view as a template to create your Custom View. ## Sync a Custom View to a Slack List You can now automatically **sync saved Custom Views from ClearFeed to a Slack List** on a recurring schedule. This keeps your team updated on key ticket metrics — such as **unassigned** or **aging requests** without needing to check manually every day. {% hint style="info" %} **Note:** The synced Slack list is **view-only.** You cannot edit, assign, or manage tickets directly from the Slack list. All ticket management actions (such as assignment or editing) must be performed in the ClearFeed WebApp or the triage channel. {% endhint %} #### **What You Can Do** * Schedule syncs **hourly**. * Select any **Custom View** as the data source (up to **200 requests**, sorted by *last message time*). * View the synced list directly in Slack, just like you would in the ClearFeed WebApp. * Edit or delete sync schedules anytime. #### **How to Set Up Sync to Slack List** 1. In the **ClearFeed WebApp**, go to **Inbox** and open the **Custom View** you want to sync. **Note**: Standard Views cannot be synced. Users must define a Custom View for syncing. 2. Click **Share View to Slack**, then select **Sync to a Slack List** from the dropdown.\\

3. In the setup modal: * Enter a **Slack List Name** (a new list will be created in your Slack workspace). * Choose the **Slack channel** where the list should appear. * Click **Start Sync** to confirm. Sync runs immediately after you click **Start Sync**.\\

#### **Managing an Active Sync** Once a sync is configured: * The **Sync to a Slack List** option under the **Share View to Slack** dropdown will display an **Active** tag.\\

* Clicking it allows you to: * View Sync details * Next Sync * Slack List * Delete the sync using the **delete** icon.\\

#### **Slack Delivery Format** After scheduled sync, the generated list will appear under **Files** in the selected Slack channel containing the latest data from your Custom View. A suggested configuration is: * Define Custom Views that match your Triage Channels (in terms of the Collections) * Sync those Views to Slack List(s) shared with the respective Triage Channel * Add the Slack List as a tab to the Triage Channel This can make it easy for support personnel working out of Triage channels to easily access a dashboard of Tickets from the Triage Channel.

In Slack, you can trigger the sync on demand by clicking the **Sync Now** button.

* This takes the user to the WebApp and starts the sync. * The button is visible to **everyone in the channel** where the list was shared. However, if the list was synced from a **private view** and someone without access clicks it, the sync will fail. * If you have **multiple ClearFeed accounts**, ensure you are logged into the **same account that originally set up the Sync to Slack List**, otherwise you will see an error * If the list has been **deleted**, an error will be shown when attempting to sync. ## Periodic CSV Export to Slack You can now schedule periodic reports from your saved Views in ClearFeed and automatically receive them in a Slack channel of your choice. This helps your team stay on top of critical ticket metrics—such as unassigned or aging requests—without needing to manually check every day. #### What You Can Do With Scheduled Reports, you can: * **Send reports to Slack** on a daily, weekly, or monthly schedule. * **Select any Custom View** as the data source. * **Receive raw CSVs** in Slack—just like downloading them manually. * **Manage schedules** easily through an intuitive modal. #### How to Set Up a Scheduled Report 1. Go to the **Inbox** in the ClearFeed WebApp and open the **Custom View** you’d like to schedule. 2. Click **Share View to Slack**, then select **Get a periodic CSV Export** from the dropdown menu. 3. In the pop-up modal: * Select the **Slack channel** where you'd like the report delivered. * Choose the **frequency**: Daily, Weekly, or Monthly. * Set the **time** (in your local timezone). * If Weekly, pick the **day**; if Monthly, pick the **date**. 4. Click **Save** to confirm.

{% hint style="info" %} **Note:** A CSV file with the latest data will be sent to the selected Slack channel at the scheduled time. {% endhint %} #### Managing Scheduled Reports After a report is scheduled: * The **Get a periodic CSV Export** option under the **Share View to Slack** dropdown will show an **Active** tag.\\

* Clicking this option lets you: * View the current schedule details. * Edit the export frequency, time, Slack channel. * Delete the schedule using the **Delete** icon.

#### Slack Delivery Format When the report is delivered, you’ll receive: * A message confirming the report delivery. * A CSV file containing the current data from the selected Custom View. * Reports can be sent to **Slack channels** only.\\

## FAQs 1. **Are filters applied to standard Views automatically saved?**\ **Answer:** No, the auto-memorize functionality has been removed. Any new filters applied to standard Views are not auto-saved. 2. **Why can’t I see the *****First Response Overdue***** and *****Resolution Overdue***** Views?**\ **Answer:** These Views are only displayed if SLA policies are set up in your account. 3. **Why is the *****Requests with Tasks***** View not visible?**\ **Answer:** This View is only available if an external integration is added to your account.